General Manager/Deputy General Manager - Operations

Location

Delhi | India

Job description

A progressive professional with hospitality background and experience in hotel operations as either a Business unit head of a select service hotel or Second in command of a full service hotel. The desired candidate is expected to have at over 10 years of experience in developing and executing business strategy and leading large cross functional teams across various aspects of property management, facilities operations, P&L management, front desk, concierge, meeting rooms, spa/ salon, events, banquet operations and food services management. The ability to build and maintain strong client relationships is imperative.

CORE WORK ACTIVITIES

Functions as the strategic business leader of the City/ Regional area, Business parks and Facilities Operations. Areas of responsibility will include Property Management, Operations team, Front Desk/ Concierge, Business Centers, Recreation/Health Club, Housekeeping, Food and Beverage, Engineering and Maintenance. Leads the direct reports (City Training Managers and Business Park Managers) and liaises with the leadership team, Corporates Training Lead and Corporate F&B Head to develop and implement functional strategies and ensures implementation of COWRKS product and service strategy. The position ensures Operations meet the company's standards, target member and tenant needs, focuses on bringing operational efficiencies, revenues and maximize the financial performance, developing positive builder and tenant relations. Develops and implements city/ region wide strategies that deliver products and services to meet or exceed the needs and expectations of the COWRKS' target customer and employees and provides a return on investment.

Profitability and Revenue -

• Create annual budgets. Develop and maintain operating budgets for city and/ or regional locations.
• Prepare and review reports along with financial statements to determine performance against budget.
• Prepare departmental budgets and objective manuals with constant review and observations.
• Executes and monitors Capital expenditure projects, preventative maintenance, energy conservation and other controllable expenses. Analyzing and strategize for reduction in operations cost.
• Develop fee-based Income streams by managing amenities and services.
• Play an active role in leasing of the office spaces in accordance with the approved business plan for city/ regional business parks.

Operations and Experience -

• Ensures effective management and operations of all facilities and operations of the Business Parks in the city/ region.
• Ensures the building operations and facilities management, keeping with the best hospitality standards.
• Creates, develops, and implements Monthly SLA, Management report & other operation related formats and reports in concurrence to client process guidelines.
• Vendor, sub vendor & Contractor Management of all business parks.
• Prepares and implement management contracts and marketing plans; monitor all agreements, AMCs and plans for effectiveness.
• Manage physical operations, capital improvements, repairs, and preventive maintenance for all city/ regional sites.
• Perform site audits of existing facilities and equipment to capture and report current condition and develop repair and maintenance scopes of work.
• Coordinate contractual arrangements with subcontractors and suppliers, critical equipment, building aesthetics enhancement and functionality, and building infrastructure.
• Liaise with Technology team to drive and support tech products for experience team and clients.
• Lead event planning, conference center operations and food services.

Leadership and Team Management -

• Lead cross functional teams of business parks in the city/ region including Operations, Experience, Food & Beverage, Housekeeping, Tenant/ Member Relations teams with robust training and operational processes.
• Create a safe and efficient work environment that improves business performance and optimizes staff productivity.
• Manage complex, multifunctional initiatives with significant impacts to people, process, and technology.
• Develop KPIs and Metrics to drive productivity, process improvement and service levels.
• Driving brand partnerships and alliances, ensuring hassle free onboarding and offboarding experience of clients.
• Closely work with city/ regional Strategy, Revenue/ Leasing and Marketing teams to deliver organization goals.

Client Experience -

• Design and implement procedures and programs to ensure service consistency to all sites in the portfolio.
• Periodic Surveys and Feedback of tenants and customers.
• Utilize data to develop trends and insights that will drive continuous improvement in the site performance.
• Motivate employees to play a central role in customer care by bringing superior.
• organizational skills, attention to detail, and passion to delight.

Safety, Environment and Compliance -

• Ensure all Fire, Health Safety, Environment compliances.
• Social Responsibility and Sustainability.
• Ensuring compliance with all legal requirements in connection with operations.
• Ensure all Compliances, Internal & External Audit controls.
• Guiding and supervising maintenance of the facilities.

BEHAVIORAL ATTRIBUTES

• A self-starter with the ability to act autonomously.
• Demonstrated understanding of business and strong commercial acumen.
• Ability to understand complex situations and make sound business decisions.
• Communicates clearly, Negotiates persuasively, Builds and maintains relationships internally and externally.
• Exemplifies Personal Drive and Integrity – Self-motivated and outcome oriented.
• Achieves Results, Implements change, has ability to identify and clarify ambiguities; Closure and delivery focused.
• Accuracy and attention to detail; has ability to manage several complex or high profile issues simultaneously.
• Confident decision maker.
• Excellent written and verbal communication skills.
• Ability to work well under pressure and to re-prioritize multiple tasks.

CANDIDATE PROFILE

• 3 years or above Bachelor's degree.
• Tertiary qualifications in hospitality, property, building or facilities management would be an advantage.
• 10 years or more relevant work experience leading large cross functional teams.
• Strong Customer Service focus and excellent client relationship management is a must.
• Good communication skills, excellent organizational skills, broad knowledge of business functions.
• Demonstrated experience with continuous improvement initiatives and progressive mindset is highly desirable.

Job tags

Salary